Too often, Workforce Management is seen as a back-office function focused only on staffing levels and meeting service metrics. But today’s reality is very different: WFM sits at the center of operations, finance, technology, and employee experience. The data, forecasts, and intraday management performed daily influence far more than schedule adherence; they impact agent morale, customer satisfaction, and even how quickly organizations can adapt to new technology like AI. What to do: 1. Be Engaged: Bring WFM into strategic conversations early. Don’t wait until after tech or process decisions are made before engaging WFM up front to identify risks, forecast...
Date: Thursday, December 11 Time: 11:00 am-12:30 pm CT Welcome to the North Pole – A Guide to WFM Staffing Models Calling all WFM Elves! Get ready to sleigh your 2026 long-term plans and unwrap an early gift this year with our free VIP Webinar for SWPP Members! Join Workforce Wizard Marshall Lee and Elf Strategist Tiffany LaReau for a festive 90-minute Zoom training session. We have a bag full of insights to share with you for building a comprehensive WFM...
Date: Tuesday, December 9 Time: 11:00 am CT Modernizing Contact Center Capacity Planning in the Age of AI As customer expectations rise and workforce dynamics shift, the contact center has become the front line of brand experience — and a proving ground for planning agility. Yet many organizations still rely on static spreadsheets for their capacity planning that can’t keep pace with real-world dynamics. In this session, James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution...
Date: November 18, 2025 Time: 1:00 PM ET Join us for an interactive deep dive into Cinareo, the insight-driven capacity planning solution designed to revolutionize your workforce management and contact center planning. This webinar will cover: Live Product Walkthrough: See Cinareo’s core features in action, including quick what-if scenario modeling, analytics, and intuitive tools like support staffing planning, financial planning. Proactive Planning Strategies: Learn how to replace reactive workflows with agile, data-backed decision-making. Interactive Q&A: Get your questions answered by...
